Biffa Waste Services
Contract Support Manager
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Contract Support Manager
Contract Support Manager
About the Role
Reporting into the Contract Management Team, the Contract Support Manager will act as the contract’s business analyst and performance assurance lead. You will be responsible for ensuring data integrity, managing performance reporting frameworks, supporting compliance activities, and identifying opportunities to improve service delivery across the contract.
Working closely with operational managers, central support functions, and clients, you will provide meaningful analysis and reporting that drives informed decision-making and supports the achievement of contractual and business objectives.
Key Responsibilities
- Ensure operational data is complete, accurate, timely, and auditable across all relevant systems
- Act as the contract lead for data integrity, working collaboratively with operational teams and central support functions
- Implement controls and validation processes to prevent reporting errors and data inconsistencies
- Maintain and develop the contract’s performance reporting framework
- Produce regular performance reports, dashboards, and management information packs
- Analyse operational performance data and provide:
- Insightful commentary
- Recommendations
- Root cause analysis
- Monitor contractual KPIs, SLAs, and internal targets, identifying:
- Risks
- Opportunities for improvement
- Support the development and monitoring of continuous improvement action plans
- Ensure contract governance requirements, procedures, and controls are consistently applied
- Monitor compliance with key operational processes, including:
- Service delivery
- Performance management
- Incident reporting
- Change control
- Conduct depot audits covering:
- Operational processes
- Health and safety
- Transport processes
- Support environmental compliance requirements, including:
- Duty of Care documentation
- Permitted site obligations
- Coordinate and support external audits, including:
- NQA
- Other accreditation requirements
- Ensure:
- Mandatory compliance documentation remains current
- Training records are up to date
- Risk assessments are compliant
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Benefits
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At Biffa, our people are at the heart of everything we do. We foster a culture built around our values of #TFR:
- Teamwork – Working together for each other
- Fairness – Treating and being treated equally
- Respect – Appreciating and valuing each other for who we are and what we do
You’ll also benefit from:
- The opportunity to make a real impact in a business that plays a vital role in protecting the environment and supporting local communities
- A commitment to diversity and inclusion, creating an environment where everyone can thrive
- Delivering exceptional service through data-driven performance and operational excellence
Desirable Requirements
- Full UK driving licence
- Strong organisational and time management skills, with the ability to work to tight deadlines
- Experience managing or supervising colleagues and escalating risks appropriately
- Knowledge of health and safety and environmental legislation relevant to municipal services (desirable)
- Project management experience using Prince2, Agile, or similar methodologies (desirable)
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